Conservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters
Services Marketing Quarterly, cilt.44, sa.4, ss.251-276, 2023 (Scopus)
- Yayın Türü: Makale / Tam Makale
- Cilt numarası: 44 Sayı: 4
- Basım Tarihi: 2023
- Doi Numarası: 10.1080/15332969.2023.2241000
- Dergi Adı: Services Marketing Quarterly
- Derginin Tarandığı İndeksler: Scopus, IBZ Online, ABI/INFORM, Business Source Elite, Business Source Premier, CAB Abstracts, CINAHL, Hospitality & Tourism Complete, Hospitality & Tourism Index, Library, Information Science & Technology Abstracts (LISTA), Veterinary Science Database
- Sayfa Sayıları: ss.251-276
- Anahtar Kelimeler: After-sales services, conservation of resources theory, service dominant logic, value co-destruction
- Boğaziçi Üniversitesi Adresli: Evet
Özet
The current study investigates the consumers’ co-destructed experiences with after-sales services (AS) through the lens of Conservation of Resources (COR) theory and Service Dominant Logic. The research is carried out in two phases. First, a qualitative study is conducted by analyzing consumer stories about co-destructed AS experiences with data collected from a public complaint website and three focus group interviews. Second, the proposed model is empirically tested on 207 consumer responses collected through a survey. The results reveal different paths on which consumers’ secondary losses either lead to low AS satisfaction or punitive behaviors after experiencing a co-destructed AS interaction.